Writing Articles
Create, edit, publish and organise Knowledge Base articles.
Your Knowledge Base holds the FAQs, articles and news that customers read in the chat widget and that Kerabie AI answers from. Publish an article and the AI can use it straight away; there is no separate training step.
Create an article
- Open Knowledge Base and choose New article.
- Enter a title, for example How to reset your password.
- Choose the type (Article, FAQ or News), the category and the status.
- Write the answer in the editor. Short paragraphs work best, and the counter under the editor tells you if it's too short for the AI to cite well or long enough to split.
- Choose Publish to make it live, or Save draft to keep working. Drafts and archived articles are never shown to customers or used by the AI.
The editor supports headings, bold, italic, underline, bullet and numbered lists, links and code blocks. You can also add a cover photo (cropped to 16:9) once the article has been saved, and use Refine with AI to tidy the wording. Refining uses part of your monthly AI budget.
Find your articles
Search matches the title, text and category. Filters narrow by type, status and category, and you can sort by most viewed, newest or A to Z. Switch between grid and list views; Kerabie remembers your choice. The preview button shows an article the way customers see it in the widget.
What each card shows
| Views | How many times customers opened it. |
| Helpful | The share of customers who answered "Was this helpful?" with yes. Shown once at least 3 have voted. |
| AI cited | How many AI answers used the article. |
Archive or delete
- Archive hides an article from the widget and the AI but keeps it in your account.
- Delete is permanent and removes the article from the widget straight away.
Use archive for seasonal content you may bring back, and delete for content that is wrong.